Job description
We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.
At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.
To learn more about CIBC, please visit
CIBC.com
Job Description
What You’ll Be Doing
The Help Desk Analyst will provide advanced second level on site end user support for technology products or applications, serve as an escalation point for Client Technology & Operations Analysts on all technical problems, and be responsible for the technical implementation of projects and changes.
At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote. More details on your work arrangement will be discussed at the time of your interview. To support the team, the hours for this role are from 11:00amEST - 8:00pmEST.
How You’ll Succeed
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Provide advanced technical support which includes managing small to low complex projects in a complex changing environment
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Resolve incidents related to technology products and coordinate service recovery with internal and external service partners by analyzing, maintaining and recommending updates; responding to clients; escalated incidents.
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Monitor and investigate common client problems to assist in providing related resolutions. Make recommendation for long term solutions with an aim toward increasing client satisfaction.
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Perform analysis of client identified incidents, problems, or iMacs which may require changes to procedures, standards or systems. May complete required infrastructure change requests through problem or change management processes.
Who You Are
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Accuracy/Attention to Detail. Ability to process information with high levels of accuracy.
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Problem Solving. Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems.
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Service Orientation. Anticipates and works to meet the needs of internal partners and external customers. Enjoys helping others.
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Developing Others. Provides opportunities, guidance and feedback to help others enhance their capabilities or improve their performance.
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Written Communications. Ability to produce a variety of technical documents that demonstrate command of language, clarity of thought and orderliness of presentation
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Oral Communications. Ability to express oneself and communicate with others verbally; recognizing that verbal communication is more than just language - it includes tone, style and structure.
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Listening. Ability to gather, clarify and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker.
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IT Environment. Knowledge of organization's total Information Technology (IT) environment.
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Interpersonal Relationships. Knowledge of approaches, tools and techniques for working with individuals and groups in a constructive and collaborative manner.
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You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.
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You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.
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You're passionate about people. You find meaning in relationships and surround yourself with a diverse network of partners. You connect with others through respect and authenticity.
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You love to learn. You're passionate about growing your knowledge. You have a strong sense of curiosity.
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Values matter to you. You bring your real self to work and you live our values – trust, teamwork, and accountability.
What CIBC Offers
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At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.
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We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a health benefits program, and MomentMakers, our social, points-based recognition program.
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Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
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We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
Conduct and Culture Risk
Our CIBC risk culture is based on employees striving to exceed the expectations of ourselves and our leadership’s identification and mitigation of risks in their daily responsibilities, not just in quarterly or annual monitoring/assessments. We all are accountable for managing risk.
As an employee of CIBC the incumbent must conduct themselves (and foster an environment for others) in a manner consistent with our strong risk culture. This includes:
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Following all aspects of the CIBC Code of Conduct, as well as all applicable CIBC policies, frameworks, guidelines, processes and controls
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At all times acting in accordance with our Purpose and shared values, to achieve our Bank’s strategic goals
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Understanding and following the qualitative and quantitative components of our Risk Appetite Statements
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Completing all annual Corporate Mandatory Training and Testing modules, as well as any additional business-specific modules, as required and employing the learnings in daily activities and undertakings
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Escalating matters through one of the appropriate channels identified in the CIBC Code of Conduct (i.e., HR, management, Ethics Hotline, Whistleblower, etc.) upon observing activities that may be inconsistent with CIBC’s policies, frameworks, guidelines, processes and controls, and where applicable, assist in the resolution of same
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Speaking up if witnessing behaviors that drive poor or unfair outcomes for clients, team members or other stakeholders
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Escalating matters that can result in adverse market practices and outcomes, thereby negatively impacting CIBC’s reputation as a leading financial institution
At CIBC, we offer a competitive total rewards package. This role has an expected salary range of $60,000 - $80,000 for the New York, New York market based on experience, qualifications, and location of the position. The successful candidate may be eligible to participate in the relevant business unit’s incentive compensation plan, which also may include a discretionary bonus component. CIBC offers a full range of benefits and programs to meet our employee’s needs; including Medical, Dental, Vision, Health Savings Account, Life Insurance, Disability, and Other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave, and Vacation), Holidays, and 401(k), in addition to other special perks reserved for our team members.
Candidates hired to work in other locations will be subject to the pay range associated with that location. Additional total compensation and benefits details will be provided during the hiring process.
What you need to know
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CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contactMailbox.careers-carrieres@cibc.com
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You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.
Job Location
NY-425 Lex Ave. 4th Floor
Employment Type
Regular
Weekly Hours
40
Skills
Technology Operations
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